McDonald's Customer Engagement Manager in Chicago, United States

5898BR

Job Description:

A Customer Engagement Manager within GTRM fulfills the critical role of managing and representing the Services

of a given Platform or Platforms to their respective assigned geography. This provides 'local' representation

to customers and stakeholders in these regions and a single point of contact to address regional specific

issues or concerns related to GTRM Services. Key responsibilities include:

• Develop relationships with key stakeholders and act as single point of contact for the GTRM Service

Portfolio in the respective geographical location

• Assist Service Managers in the development of strategies and solutions that meet the requirements of markets

and take into consideration the needs of their customer's and stakeholders.

• Ensure new solutions are clearly articulated to the segments/markets and participate in change enablement

processes surrounding such solutions in order to facilitate successful adoption of GTRM Services.

• Manage and oversee the operational aspects of GTRM Services provided to the markets and ensure that SLA's,

KPl's or other related service measurements are being met.

One of the accountabilities of the Customer Engagement manager are to partner with the Service Managers of the

GTRM Platforms to develop Service lifecycle (build, deploy and operate). This includes:

• Participate in, or lead design and enhancement functions to ensure products are strategically aligned with

McDonald's requirements and long term roadmaps.

• Work with Stakeholders, particularly the market CIO’s, to develop and deliver clear product lifecycles.

• Engage with markets to plan the adoption of key security bundles aligned with McDonald’s core Standards

• Ensure proper process is followed to enable effective operational transition of a service in the markets.

• Manage the internal relationships with stakeholders, global teams, business leads, Regional/Market leads

• Partner with other Service Managers and MCD Sourcing to apply Supplier Management processes to manage

Supplier relationships

• Strongly align with the IT Segment Alignment team to understand market priorities and be able to influence

market Roadmaps with key Security initiatives

Requisition Number:

5898BR

Country:

United States

EOE Statement:

McDonald’s Corporation is an equal opportunity employer committed to a diverse and inclusive workforce.

Job Type:

full-time

Minimum Requirements:

REQUIRED SKILLS:

  • Managing resources and services through an IT outsourcer (ITO) / Managed Service Provider (MSP)

  • Experience with Compute, Storage, Network, and Virtualization in Global Data Centers

  • Conceptual and operational experience with VMWare Virtualization suite

  • Must be familiar with ITIL Foundation Standards

  • Experience with automation and orchestration tools and concepts repeatable deployments.

DESIRED SKILLS:

  • Bachelor’s Degree in IT, Comp Sci or other similar study is highly desired

  • Excellent communication skills, both written and verbal with great attention to detail

  • Rich experience with private and public cloud solutions and industry trends

  • Strong rapport and relationship building skills with both internal departments and external supplier’s

  • Strong background on successful execution of ITIL disciplines to improve operational excellence. (Incident, Problem, Change, Capacity, Release Mgmt)

  • Strong organizational,time management and prioritization skills

  • Able to take a creative approach to situations and problem solving

  • Understanding of IT industry working practices / methodologies

Responsibilities:

In addition to following McDonald's policies, procedures and standards, further accountabilities

include, but are not limited to:

  • Develop service lifecycle (build, deploy and operate):

  • Participate in, or lead design and enhancement functions to ensure products are strategically aligned with

  • McDonald's requirements and long term roadmaps

  • Work with Stakeholders, particularly the market CIO’s, to develop and deliver clear product lifecycles

  • Engage with markets to plan the adoption of key security bundles aligned with McDonald’s core Standards

Product/Service Implementation Approval:

  • Working with other Service Managers, McDonald's markets and IT Segment Alignment, determine service capabilities needed

  • Secure appropriate officer or key stakeholder approval in respective markets

  • Support markets with Road mapping of the required core/optional services and bundles

  • Adoption Management

  • Possess a clear understanding of Market environments and challenges and represent those to GTRM Platform

  • leaders and Service managers

  • Lead or assist in deployment planning and scheduling for the respective markets

  • Educate customers and key stakeholders of Product/Service functions, features and implementation requirements

Operations of the Product/Service:

  • Ensure all components for a product are working according to the specified

  • Ensure that Service descriptions in the Service Catalog meet market needs

  • Ensure operational procedures and documentation have been published and that where appropriate, market operational personnel have been properly trained on the product

  • Ensure that GTRM service managers receive service related feedback from markets

  • Monitor that segment/market specific service enhancement requirements are known to the GTRM service managers and that the development/reject of specific enhancements is transparent to the requesting segments/markets

Stakeholder Relationship Management:

  • Stakeholder engagement for initial implementation, subsequent enhancements and ongoing SLAs through appropriate periodic communications

  • Assist in aligning market/segment functions with global strategies, actively participate in global forums/teams and act as a single point of contact to the markets for Product/Service in the GTRM Portfolio

  • Participate in IT Segment Alignment meetings (GTRM is part of the extended IT Segment Alignment team)

  • Participate in Segment meetings with the respective market CIO’s

Supplier Relationship Management:

  • Establish communications channels for ongoing relationship management including communications with regional

  • or market suppliers

  • Ensure that main suppliers are aware of the internal Standards and Policies of McDonald’s

Job Title:

Customer Engagement Manager

City:

Chicago